Job Summary:
Reporting to the Head of Technical, this role exists to provide excellent customer service and offer remote 1st level technical support to company customers via all available communication channels to provide first call resolution. The role also provides undertaking first-line diagnosis and support on any reported service query or faults.
KEY ROLES AND RESPONSIBILITIES
Provides 1st level of troubleshooting and remote technical support to provide First Call Resolution to customer issues reported through the call center.
Create tickets promptly, categorize accurately, update in a timely manner and if unable to provide FCR, assign to Tier II.
Ensure that all customer tickets are acknowledged and responded to promptly to meet the initial response SLA
Ensure that all tickets are assigned the correct priority and SLA target based on the nature of the fault or request
Manage and updates customer tickets with the relevant information for both the customers and internal record.
Respond to customer enquiries promptly on or channel the request to the relevant department and follow through to ensure that the issue is address
Manage the ticket flow to ensure that all tickets raised are handled and resolved within SLA
Constantly update the customers on fault resolution progress as may be required through the most appropriate communication channels.
Ensures timely communication to all customers on all network changes as detailed in the change management tickets raised for both planned and emergency maintenance/changes.
Proactive monitoring of services to ensure communication is done on both general and specific faults to the affected customers
Perform outbound communication activities e.g. payment reminders and other technical projects as may be required
Do timely follow-ups with internal teams for fault resolution updates and populate these updates on the customer tickets
Prepares scheduled and ad-hoc reports that may be required from the contact centre from both internal and external customers
Maintain and update Customer Contacts Database with the latest contact details
QUALIFICATIONS AND EXPERIENCE:
Diploma holder in Computer Science, Telecommunications or Electrical and Electronic Engineering
Customer service training
Certification in Microsoft, Amazon or any cloud-based/Cybersecurity certifications
Experience in customer handling environment within the Telecommunication indust 6 months
Superior written and verbal communication skills.
In-depth understanding of technological trends and solutions related to the Liquid Telecom product portfolio
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to troubleshoot and resolve level 1 network connectivity problems.
Ability to listen patiently and respond calmly to diffuse situations and leave customers with a good impression
Show empathy to customers on all communication channels
Basic understanding of Routing and Switching protocols
Ability to effectively prioritize and execute tasks in a high-pressure environment
Have a positive attitude projecting a friendly tone and using positive language will help reassure customers that a solution will be reached.
Attention to detail and organization. Listens carefully to customers and provide them with accurate and satisfying answers
Adaptability and ability to handle, and manage technical issues and customer demands in real-time.
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